building safer journeys: end-to-end trust & safety for OTAs

overview

The global travel industry is very digital, with online travel agencies (OTAs) at the forefront of how travelers research, plan, and book their journeys. Platforms like Booking.com, Agoda, Expedia, and Hotels.com are no longer just transaction engines; they are trusted ecosystems that curate accommodations and experiences by aggregating service providers across the globe. But with scale comes risk. As OTAs handle millions of listings and user interactions daily, maintaining trust and platform integrity has become both a competitive necessity and an operational imperative.

In 2024, global online fraud resulted in $44 billion in losses (according to a study by Juniper Research), with OTAs among the most targeted due to high transaction volumes and valuable user data. Counterfeit products now make up 20% of online sales (Potter Clarkson), including fake property listings, unauthorized resellers, and phony travel insurance. Simultaneously, platforms are facing a rise in seller and user abuse, from fraudulent hosts and manipulated availability to account takeovers and payment scams. Even fake reviews have surged year-over-year, distorting rankings and eroding traveler trust.

key stats & value delivered

4000+ Strong workforce

34 Delivery centers

30+ Languages

25+ Clients across the globe

8x ROI delivered

30% Fewer manual reviews

50% Fewer false positives

33% Rise in customer retention

our comprehensive trust & safety solution suite

Pre-booking

Fake listings and
scam prevention
Review authenticity
Content moderation
for listings
Identity
verification

Booking

Payment fraud detection
Account takeovers
Promotion/coupon abuse/loyalty points fraud
Host and property verification

On-trip

Guest and host safety monitoring
Property/host risk scoring
Risk control
Complaints and escalation management

Post-trip

Dispute
resolution
Review moderation
Fake identity/
impesonation
Incident reporting

Platform and operational integrity

User verification
& KYC
Geospatial risk analysis
Merchant and
user verification
Ad integrity

Regulatory compliance

Policy design and development
Quality assurance
Compliance
reporting
Trust scoring

Guest & host safety protocols: Emergency support channels for travelers and hosts, incident reporting systems for harassment, property damage, or unsafe conditions
Dispute resolution & customer support: Refund and compensation policies, 24/7 multilingual support for urgent trust and safety issues
Product authenticity and counterfeit detection: Monitor online storefronts for counterfeit travel products, such as fake branded merchandise or unauthorized lounge access packages
Risk, compliance, data security, and tech transformation: Equip airline systems with end-to-end security architecture and regulatory compliance frameworks to guard against data breaches and ensure customer trust

Make every travel experience safe and secure with Infosys BPM's deep expertise

Write to us

why us?

Infosys BPM offers a holistic and integrated approach, merging cutting-edge technology, global operations, and strategic program management.

Our investment in trust & safety knowledge includes TSPA (Trust & Safety Professional Association) membership, enabling our teams to stay aligned with the latest industry standards.
Through continuous improvement (CI) and lean methodologies, we drive process excellence, speed, and attain measurable outcomes.

benefits

Preserve platform integrity
Detect and remove fake listings, reviews, and fraudulent actors before they impact users.

Protect users and revenue
Minimize fraud losses, improve user safety, and enhance compliance to reduce legal risk.

Enhance customer trust
A safer, cleaner platform builds long-term brand loyalty and drives repeat bookings.

Scale responsibly
Grow your offerings without compromising on trust, security, or compliance.

our extensive partner ecosystem

For the travel industry, the stakes are too high to ignore. A proactive trust & safety program not only protects revenue and reputation but also builds long-term customer confidence. Infosys BPM is your go-to strategic partner to navigate this complex digital landscape with confidence and resilience. Please find below our key partners.